Teams move to favorites issue

Question

Teams move to favorites issue

NAMANTALATI-0457 0

I had moved my chat to hide from favorite category. Later when I am trying to add back to favorite. I am getting error message "We couldn't move the chat".

Can anyone help me.

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3 answers

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Answer 1

Megan Kirupa Roxanne 0

Had the same issue as OP. In Teams web, moved that chat to another section and back to the section I wanted it in. After that it got reflected in my Desktop app too.

Answer 2

NAMANTALATI-0457 0

I am using teams in Desktop app Microsoft Teams version 25255.703.3978.7153.

I am using Windows 11 Enterprise 24H2.

Error occurs in on chat which I had hide previously.

On Teams Web I am able to add the same chat into favorite its working fine.

Issue is in the Desktop app.

Ruby-N 8,710 Reputation points Microsoft External Staff Moderator

2025-10-21T23:55:29.9366667+00:00
Dear @NAMANTALATI-0457,

Thank you again for reaching out and for keeping me updated on your situation.

I understand you’re seeing the error “We couldn’t move the chat” when trying to add a previously hidden chat back to Favorites in the Microsoft Teams desktop app. Since this works fine on Teams Web, the issue is likely related to the local Teams client.

Here are some possible factors that may be affecting the outcome:

Hidden or Archived Chat: If the chat was previously hidden, it needs to be unhidden before it can be added to Favorites.

Custom Sections or Sorting: Favorites is a predefined section. If your chat list is currently sorted by something other than Custom, or if you are using custom sections, the move may fail.

Temporary Sync Issue: Sometimes, Teams cache or sync issues can prevent changes to chat organization.

Have you had a chance to try the steps I mentioned earlier? Any additional details you can provide would be very helpful for me to better assist you.

While we continue investigating, please feel free to try this workaround:

Option 1: Unhide the chat

Use the Search bar at the top of Teams to find the hidden chat.

Click on the chat to open it.

Select More options (⋯) next to the chat name, then choose Unhide.

Confirm that the chat now appears in your main chat list

Go to the Chat tab in Teams.

You can either drag the chat into the Favorites section or select More options (⋯) > Move to > Favorites.

If the issue persists, I'd recommend you request your IT admin to raise a ticket to the Microsoft Support team to have them check your backend logs and conduct live session troubleshoot.

Only the designated administrator has the authority to create ticket support for business accounts.

Option 2: Contact Microsoft Support

A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.

As forum moderators, we don’t have access to the detailed logs or backend systems needed to troubleshoot this effectively due to privacy and security constraints. For that reason, the most efficient solution would be to contact Microsoft’s support team directly.  

We sincerely recommend your IT administrator create a support ticket from Microsoft 365 Admin Center > Support > Help & Support.

Microsoft provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support

Once you have successfully created a support ticket, feel free to share the ticket tracking ID with me via Private Messages. This will allow me to monitor progress on your behalf and help ensure that the issue is addressed in a proper and timely manner.

Here are the steps to open Private Messages:

I genuinely appreciate your understanding and patience throughout this process.
Ruby-N 8,710 Reputation points Microsoft External Staff Moderator

2025-10-22T23:59:29.27+00:00

Dear @NAMANTALATI-0457,

I hope everything is going well on your end.

I’m following up on the support thread we've been working through together. I wanted to check in and see if the information I shared in my previous answer helped resolve the issue you were experiencing.

If you're still experiencing any issues or have further questions, please feel free to reach out at any time. I’m always happy to help if you need anything else.

We want to ensure that everything is functioning smoothly and that your experience remains seamless.

Thank you again for your collaboration throughout the troubleshooting process.

I look forward to hearing from you soon.

Answer 3

Dear @NAMANTALATI-0457,

Thank you for posting your question in the Microsoft Q&A forum.

I understand that you previously removed a chat from your Favorites and now, when trying to add it back, you receive the error message: “We couldn’t move the chat”.

To help me better understand the situation and assist you effectively, could you please share a few details such as:

1/ Are you using the Teams desktop app, web app when this issue occurs?

2/ What version of Microsoft Teams are you currently using?

You can check this in More Option (...) > Settings > About Teams.

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3/ What operating system is your computer running? macOS or Windows? If Windows, which version (e.g., Windows 11 Pro, Windows Home)?

4/ Does the error occur with one specific chat or all chats when adding to Favorites?

5/ Is the chat you’re trying to add to Favorites currently hidden?

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In the meantime, you refer to some workarounds to verify the issue:

Make sure your operating system and Microsoft Teams app are updated to the latest versions. Keeping your software current not only enhances performance and stability but also ensures compatibility with new features and helps protect against security vulnerabilities.

Option 1: Add chats to Favorites section

Please try both methods: dragging the chat group to the Favorites section and manually selecting the option to move it there.

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Option 2: Sign out and sign in account

Click on your profile picture > Sign out.

Close Teams completely in Task Manager, then reopen and sign in again.

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Option 3: Clear the Microsoft Teams app and browser cache

Clear the cache in Microsoft Teams and your browser to remove outdated or corrupted temporary files that may impact performance.

Note: Please be aware that this action will sign you out of all accounts. Make sure you're prepared to sign in again afterward.

For Teams app:

This article provides further guidance on the topic: Clear the Teams client cache - Microsoft Teams | Microsoft Learn

For browser:

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Option 4: Use Teams on the web

Please try accessing Microsoft Teams via the web to check if the issue persists outside the desktop app.

First, please sign in to your account at office.com > Go to Apps > Select Teams. Then, try adding the chat to the Favorites section using both methods mentioned above.

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Option 5: Repair Teams app

Repair the Teams app to fix any corrupted files or configuration issues that might be causing the problem.

Note:

If you proceed with this step, all app settings and saved login information will be reset. This means you may need to reconfigure your preferences and sign in again after the reset.

We recommend backing up any important settings or data beforehand, if possible.

You can find this article helpful for further details: Repair an Office application - Microsoft Support

As community moderators, we kindly ask for your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into performing deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.
I hope the information provided proves useful. Please proceed with the outlined steps and let me know whether they resolve the issue. If not, I’ll be glad to continue working with you to find a solution.

Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have any extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Ruby-N 8,710 Reputation points Microsoft External Staff Moderator

2025-10-20T19:58:19.45+00:00

Good day @NAMANTALATI-0457,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. I hope the information I shared in my previous answer resolves the issue you were facing. If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.

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Teams move to favorites issue

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